Job Description
Post Title
Customer Success Administrator
Salary
£18,000
Hours
Full time hours operate for 37.5 hpw between 8.30am and 5.00pm,
Mondays to Fridays inclusive of an unpaid lunch break of an hour.
In addition, employees may be required to work such additional hours
as may be necessary for the proper performance of their duties.
Reporting Lines
This post reports to the Customer Experience Manager
The role
Educare Learning Limited considers this job description as a “snapshot” of the job and the tasks
listed are not an exhaustive list. It aims to provide a clear guide at the time of writing of what is
involved in the job. It will also be used to communicate expectations about performance and
monitor effective performance.
Customer Success is absolutely vital to our long-term profitability. We will not be successful unless
our customers are receiving the best value from our service. As such, we need a team of Customer
Success Executives and Administrators to drive success for our customers. This role includes
responsibilities for supporting the Customer Success Executives and Customer Success activities.
The Organisation and our values:
EduCare Learning Ltd is a leading provider of online learning for those people requiring essential
safeguarding and duty of care training to help them meet regulatory compliance needs. With over
30 years of experience EduCare Learning Ltd works with leading experts, partners and customers to
distil knowledge into high quality and affordable interactive learning services.
We are compliant to BSI ISO quality and Investors in People standards.
Main purpose of role:
1. To undertake the administrative duties of the Customer Success Department to include
dealing with customer correspondence, answering inbound telephone calls & chats,
processing orders and the preparation of usage reports.
2. To provide administrative support to the Customer Success Executives in the management of
a portfolio of customer accounts.
3. To assist in ensuring customer retention and satisfaction.
Key Responsibilities and Tasks:
The role will be varied and cover a range of tasks. A selection of the key tasks involved are:
1. Administrative work (processing orders, answering chat, emails, database management and
contract administration) within agreed departmental deadlines.
2. Provide technical support and assistance to customers throughout their contract life-time.
3. Represent EduCare to clients positively, offering calm, friendly, informed and professional
support and guidance
4. Working with sales and the Customer Success Executives, perform periodic reviews to confirm
continued customer satisfaction.
5. Maintain a positive and customer centric attitude, make sure return on customer (ROC) is the
drive behind all interactions with the customer. Ensure the experience is personal and positive.
6. Follow organisational and departmental quality standards (including risk) and procedures.
7. This list is not exhaustive and you may be asked to complete other tasks from time to time by
your line manager or other members of the management team.
Health & Safety
The post holder must comply with Company’s health and safety policy and in particular is required:
 To take reasonable care for their own health and safety at work and of those who may be
affected by their actions or by their omissions
 To cooperate with their line manager to work safely, to comply with health and safety
instructions and information and undertake appropriate health and safety training as
required
 Not to intentionally or recklessly interfere with or misuse anything provided in the interests of
health, safety and welfare
 To report to their manager any health and safety concerns, hazardous condition or defect
in the health and safety arrangements.
 This specific role is office based and will require the post holder to sit and use standard office
VDU equipment for prolonged periods of time.
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Person Specification
Qualification
Experience and
Knowledge
Skills/Abilities
Circumstances
Equality and
Diversity
A level 2 qualification or
Relevant qualification/experience in business, sales, customer service.
1+ year’s experience of working in and administration role ideally including
customer support / increasing customer satisfaction.
Experience of working in online technology and / or a learning environment.
Experience with CRM systems.
Knowledge of Learning Management Systems beneficial but not essential.
Proficient in Microsoft Office software, particularly Word and Excel.
Understanding of digital tools, e.g. screen sharing, live chat, webinars, virtual
classroom would be beneficial.
Demonstrate the right attitude (customer first) and dedicated to provide
exceptional customer service.
Strong communication skills (written, verbal, presentation), with the ability to
explain technical subjects to non-technical end users.
Ability to work efficiently with a high level of accuracy.
Ability to manage individual workload and adhere to strict deadlines.
Tenacious, determined and persuasive approach to customer relationship
building.
Ability to offer a positive, solutions focused attitude to internal and external
customers
Strong team player but still a self-starter.
A positive attitude to want to help and serve customers: They win, so you win.
Good problem solving skills.
Ability to offer a positive solutions focused attitude to internal, and external,
customers
Have a very positive work attitude including flexibility and willingness to work
some longer hours during peak periods as required.
Every employee is required to assist the Company meet its commitment to
provide equal opportunities in employment and avoid unlawful discrimination.
Post holders are accountable for carrying out all duties and responsibilities with
due regard to the Company Anti-Harassment and Bullying and Dignity at Work
policies.
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Role Competencies
These are skills, technical knowledge and personal attributes that enable successful people to
perform well in their job. These competencies will be used to measure performance.
Personal Responsibility/Cultural Fit
Takes personal responsibility for
making things happen and
achieving results that match the
vison and values of the Company
Positive Indicators
Takes personal responsibility
for own actions and uses
initiative to take on tasks
without having to be asked.
Negative Indications
Passes responsibility upwards
inappropriately. Is not
concerned about letting
others down.
Displays positive attitude,
motivation, commitment,
perseverance and
conscientiousness.
Shows enthusiasm about own
role and takes pride in own
work. Is conscientious in
completing work on time
even if it is routine.
Puts in the minimum effort
that is needed to get by.
Shows a negative and
disruptive attitude. Shows
little energy or enthusiasm for
work.
Takes personal responsibility for own
actions and for sorting out issues or
problems that arise.
Takes action to resolve
problems and fulfil own
responsibilities. Keeps
promises and does not let
colleagues down.
Will not deal with issues, just
hopes that they will go away.
Is unwilling to take on
responsibility.
Is focused on achieving results to
required standards and developing
skills and knowledge.
Follows things through to a
satisfactory conclusion.
Improves own job-related
knowledge and keeps it up
to date.
Makes little or no attempt to
develop self or keep up to
date. Fails to recognise own
weaknesses and
development needs.
Is inclusive and tolerant towards all
employees and tasks.
Communicates with all areas
of the business actively
engages in cross
departmental meetings and
share the workload.
Considers how own personal
behaviour impacts on other
team members.
Expresses a cynical attitude
towards the business and
their role and fellow
employees. Dominates
conversations and is not
interested in alternative views
and others opinions or
helping others.
Thinks about own personal
behaviours and modifies it
around other team members.
Does not think about how
own personal behaviours
impact on other team
members.
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Customer Focus Description
Focuses on the customer and
provides a high-quality service that
is tailored to meet their individual
needs.
Positive Indicators
Focuses work plans,
objectives and targets on
meeting the needs of the
customer.
Negative Indications
Is not customer-focused and
does not consider individual
needs. And does not tell
customers what is going on.
Understands the customers that are
served and demonstrates an active
commitment to customer service
that reflects their needs and
concerns.
Clearly identifies and acts on
the views and needs of
customers.
Presents an unprofessional
image to customers, only
seeing a situation from their
own view, not from the
customer’s view.
Maintains a broad understanding
of customer trends and identifies
what effect they will have on the
organisation.
Creates processes that make sure
customers’ views and needs are
clearly identified and responded
to.
Team Working Description
Develops strong working
relationships inside and outside the
team to achieve common goals.
Keeps customers informed of
progress in meeting their
needs and dealing with their
concerns.
Monitors the service delivery
to make sure customers’
needs are continuing to be
met.
Shows little interest in the
customer – only deals with
their immediate problem.
Does not make the most of
opportunities to talk to
customers and gain rapport
Does not respond or is slow to
respond to customers’
requests. Failing to check
that customers’ needs have
been met.
Positive Indicators
Understands own role in a
team. Actively takes part in
team tasks in the workplace.
Is open and approachable.
Makes time to get to know
people.
Breaks down barriers between
other teams across the business
through involving others in
discussions and decisions.
Co-operates with and
supports others. Offers to
help other people. Asks for
and accepts help when
needed. Develops mutual
trust and confidence in
others. Acknowledges that
there is often a need to be a
member of more than one
team.
Works effectively as a team
member and helps build
relationships within it.
Willingly takes on unpopular
or routine tasks. Contributes
to team objectives no matter
what the direct personal
benefit may be.
JD – Customer Success Administrator (17/02/2017)
Negative Indications
Does not volunteer to help
other team members. Is only
interested in taking part in
high-profile and interesting
activities. Takes credit for
successes without recognising
the contribution of others.
Works to own agenda rather
than contributing to team
performance.
Allows small exclusive groups
of people to develop. Plays
one person off against
another. Restricts and
controls what information is
shared. Does not let people
say what they think. Does not
discourage conflict within the
organisation
Does not offer advice or get
advice from others. Shows
little interest in working jointly
with other groups to meet the
goals of everyone involved.
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Declaration
I have received a copy of this job description and undertake to carry out the duties as described.
Employee Signature ……………………………………………... Date ……………………….
Print name ………………………………………………………………………………...
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